What is Google Voice, and how can I use it with Two-Step Login (Duo)?

Important:
Beginning November 2, 2017, CAS logins for all IU students, faculty, staff, retirees, affiliates, and those with Academic (ACNP) status will require Two-Step Login (Duo). On November 30, 2017, this will also include group or departmental accounts. IU Guest accounts do not require Two-Step Login. For more, see About using Two-Step Login (Duo) every time I log into CAS.

Google Voice is a free phone service that provides a US telephone number, which you select from the available numbers in selected area codes. You can enroll a Google Voice phone number for use with Two-Step Login (Duo), but it should only be considered when all other options are not possible for you.

You can choose to forward text messages and calls to this number to other telephone numbers, or as voicemail messages to your Gmail account or other email account of your choice.

To see how this works, view a video about using Google Voice with Duo.

On this page:

Notes:
  • Google Voice is available only in the US.
  • To get a Google Voice number, you will be required to verify an existing US phone number.
  • The Google Voice service is not active for Google at IU or Umail accounts; you'll need to use a personal Google account to set up Google Voice for Duo.
  • Due to security concerns, after enrolling your Google Voice phone number for Two-Step Login (Duo), the University Information Security Office (UISO) recommends that you do not forward your Google Voice phone number to your office phone if you use UniCom (i.e., Skype for Business/Lync phones).
  • You should only enroll a Google Voice phone number when all other options are not possible for you.

What Two-Step Login options do I have with Google Voice?

Google Voice service includes the ability to receive phone calls and SMS messages (text messages), and Two-Step Login (Duo) supports both of these options.

In addition to receiving phone calls and text messages to your Google Voice number, by default the phone calls and text messages will also be forwarded to your Gmail email account.

This means that you can enroll your Google Voice phone number for Two-Step Login (Duo), and when you need to complete the second step of your login using Duo, you can receive the Duo phone call or text message by accessing your Gmail email account. Since Google Voice service is free, there are no charges for the phone calls or text messages sent by the Duo service.

Setting up Google Voice

If you haven't already set up Google Voice, refer to the following sections.

Important:
Do not use your Indiana University passphrase to access Google Voice; choose a different passphrase. Also, be sure Google Voice does not automatically ring your Skype for Business/Lync phone.

Upgrading an existing Google account

If you currently have a Google account, to add the Google Voice service:

  1. Log into Gmail, and click the Gmail phone calls icon (phone icon) at the bottom left of the screen.
  2. From the "Call" window, click the + (plus sign) next to your current phone call balance. Click Add credit.
  3. Once in Google Voice, check the box to agree to Google's terms, and then click the Proceed button.
  4. Though you can choose to use an existing mobile phone number, UITS highly recommends creating a Google Voice number (a brand new number from Google). Duo only allows you to enroll one phone number per authentication method, and using an existing number would prevent you from using Google Voice as a secondary method.
    Note:

    If you choose to create a Google Voice Number, you will still need to add an existing US phone number. By default, calls made to your Google Voice Number are forwarded to this US phone number, but you can disable the forwarding. To do so, see Disabling call forwarding below.

    If you choose to use an existing mobile phone number, you will be given two options; UITS recommends the first:

    • Keep your existing number with your carrier, and get the "lite version" of Google Voice, which includes features such as online voicemail and voicemail transcriptions.
    • Port your existing mobile number to Google Voice. Porting means that you move your existing mobile number from your current phone carrier to Google Voice; this option includes a $20 fee from Google and may also incur additional fees from your carrier.

      You should consult with your carrier before choosing this option.

Creating a new Google account for Google Voice

If you don't already have a Google account, to create a Google account with the Google Voice service included:

  1. Go to Google Voice, and click Create account.
  2. Fill in the required information, and click Next step.
  3. To agree to the terms, click I agree.
  4. On the next screen, you will need to verify your account. Enter a current phone number, choose either Text message (SMS) or Voice Call, and then click Continue.
  5. Finish verifying your account, and then click the Continue to Google Voice button.
  6. Once in Google Voice, check the box to agree to Google's terms, and then click the Proceed button.
  7. Though you can choose to use an existing mobile phone number, UITS highly recommends creating a Google Voice number (a brand new number from Google). Duo only allows you to enroll one phone number per authentication method, and using an existing number would prevent you from using Google Voice as a secondary method.
    Note:

    If you choose to create a Google Voice Number, you will still need to add an existing US phone number. By default, calls made to your Google Voice Number are forwarded to this US phone number, but you can disable the forwarding. To do so, see Disabling call forwarding below.

    If you choose to use an existing mobile phone number, you will be given two options; UITS recommends the first:

    • Keep your existing number with your carrier, and get the "lite version" of Google Voice, which includes features such as online voicemail and voicemail transcriptions.
    • Port your existing mobile number to Google Voice. Porting means that you move your existing mobile number from your current phone carrier to Google Voice; this option includes a $20 fee from Google and may also incur additional fees from your carrier.

      You should consult with your carrier before choosing this option.

Disabling call forwarding

To disable call forwarding, so that the US phone number you entered during setup doesn't ring during Two-Step logins:

  1. Go to Google Voice, and click the gear icon. Click Settings.
  2. Locate the number you wish to disable, and deselect Forward calls to. Your change will be saved automatically.

Enrolling a Google Voice phone number as a first device with Two-Step Login (Duo)

To enroll in Duo using a Google Voice phone number:

  1. Go to Two-Step Login (Duo); if prompted, log into CAS with your IU credentials.
  2. Click Enroll a device.
  3. Provide the following information (Step 1), and then click Continue:
    • Employees (including student employees): Enter the last four digits of your National ID number (e.g., Social Security number). If you do not have a National ID, select your month and day of birth from the drop-down menus.
    • Students and affiliates: Select your month and day of birth from the drop-down menus.
    Note:
    You will receive email notification if you reach this page.
  4. From the drop-down menu, select Google Voice (Step 2).
  5. Use the Duo Control Panel to add your device by following the step-by-step instructions (Step 3), which will be the same as those below:
    1. In the Duo Control Panel, click Start setup.
    2. Select Mobile phone. Click Continue.
    3. Enter your Google Voice phone number. Verify that it's correct, and then click Continue.
    4. Verification screen

    5. Select Other (and cell phones), and click Continue.
    6. The Duo Control Panel will refresh with the "My Settings & Devices" page, where your newly added device should be listed.

Your Google Voice phone number is now successfully enrolled. You can authenticate to Duo by receiving a phone call or a text message to your phone number. Phone calls and text messages sent to your Google Voice phone number will also be delivered to your Gmail email account.

Using Google Voice with Duo

If you have successfully enrolled a Google Voice number with Duo, when you are prompted with a Duo authentication window, the window will appear like this:

Choose an authentication method

Note:
If you have multiple devices enrolled in Duo, you will also have a Device drop-down list on this window that will let you select which device you would like to use.

How to receive a Duo text message containing a Duo passcode through your Gmail email account:

  1. Before you click Enter a Passcode in the Duo Control Panel, log into your Gmail email account in another web browser window or tab.
  2. Click Enter a Passcode.

    Duo Choose Enter a passcode screen

  3. Next, click Text me new codes.

    Duo Text me code screen

  4. In your Gmail account, you should receive email from Duo containing a passcode with the contact name "386732".

    Gmail inbox with email from 386732 (Duo) highlighted

  5. Open the email message; there should be a Duo passcode contained inside. You will have five minutes to enter this passcode into the Duo authentication window:

    Duo Enter passcode screen

  6. After you have entered the Duo passcode, click Log In, and you will be successfully authenticated.

How to receive a Duo authentication call through your Gmail email account:

Note:
When you click Call Me as part of this process, Duo will call your Google Voice number. Unless you have disabled call forwarding, by default the system will forward the call to the existing US phone number that you registered when you set up Google Voice (in addition to your Gmail email account).
  1. Before you click Call Me in the Duo Control Panel, log into your Gmail email account in another web browser window or tab.
  2. Click Call Me.
  3. Duo Choose Call me screen

  4. Within your Gmail account, you should see the phone call pop up:

    Duo Phone call pop-up in Gmail

  5. Press Google Voice answer call button (phone icon) to answer the call, and then press any of the numbers on the dial pad to complete the Duo authentication. You are now successfully authenticated.
    Note:
    If you're receiving the Duo phone call from a phone and not your Gmail email account, you may need to press and hold the dial pad button down for a moment before the Duo authentication is successful.

More about Google Voice

For more about Google Voice, see About Google Voice.

This is document amlh in the Knowledge Base.
Last modified on 2017-06-05 12:16:58.

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